Systems and methods for providing multi-modal interaction via user equipment

ABSTRACT

A system described herein may provide a technique for a multi-modal interaction experience with a User Equipment (“UE”) via multiple concurrent presentation modes. Such multiple modes may include a voice call with an interactive voice response (“IVR”) system, as well as the simultaneous presentation of information and/or selectable options at a UE associated engaged in the voice call with the IVR system. The information may be presented via a graphical user interface at the UE that is engaged in the call with the IVR system. In this manner, the UE may provide a multi-modal experience to a user, in which the user can simultaneously interact with the IVR system via the call, and can also receive or provide further interactions related to call via the GUI.

CROSS-REFERENCE TO RELATED APPLICATION

This Application is a Continuation of U.S. patent application Ser. No.17/464,345, filed on Sep. 1, 2021, titled “SYSTEMS AND METHODS FORPROVIDING MULTI-MODAL INTERACTION VIA USER EQUIPMENT,” which is aContinuation of U.S. Patent Application No. 16/901,090, filed on Jun.15, 2020 (now U.S. Pat. No. 11,134,149), titled “SYSTEMS AND METHODS FORPROVIDING MULTI-MODAL INTERACTION VIA USER EQUIPMENT,” the contents ofwhich are herein incorporated by reference in their entirety.

BACKGROUND

Entities such as service providers, customer support centers, or thelike may provide interactive voice response (“IVR”) systems or othertelephone-based systems for users to call and receive automatedassistance. Such systems often consume relatively large amounts of timeand/or require relatively large amounts of input from a user, such asseries of keypresses on a telephone.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 illustrates an example overview of one or more embodimentsdescribed herein, in which a Multi-Modal Interaction (“MMI”) system ofsome embodiments may initiate the presentation of a user interface(“UI”) at a User Equipment (“UE”) to facilitate a multi-modal experiencebetween the UE an IVR system;

FIG. 2 illustrates an example scenario in which a MMI system of someembodiments may update a UI at the UE to further facilitate themulti-modal experience between the UE and the IVR system;

FIG. 3 illustrates an example initiation of a multi-modal experience inwhich a UE is not previously configured to provide the multi-modalexperience of some embodiments;

FIGS. 4-8 illustrate example UIs that may be presented in accordancewith a given multi-modal experience of some embodiments;

FIG. 9 illustrates an example process for providing a multi-modalexperience, in accordance with some embodiments;

FIG. 10 illustrates an example environment in which one or moreembodiments, described herein, may be implemented;

FIG. 11 illustrates an example arrangement of a radio access network(“RAN”), in accordance with some embodiments; and

FIG. 12 illustrates example functional components of one or moredevices, in accordance with one or more embodiments described herein.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

The following detailed description refers to the accompanying drawings.The same reference numbers in different drawings may identify the sameor similar elements.

Embodiments described herein provide for an interaction with a UE viamultiple concurrent presentation modes. As described herein, forexample, such interactions may be referred to a “multi-modalexperience.” Such multiple modes may include, for example, a voice callwith an IVR system, as well as the simultaneous presentation ofinformation and/or selectable options at a UE associated with a user whois engaged in the voice call with the IVR system. The information may bepresented via a graphical user interface (“GUI”), by an applicationexecuting at the same UE that is engaged in the call with the IVRsystem. In this manner, the UE of some embodiments may provide amulti-modal experience to a user, in which the user can simultaneouslyinteract with the IVR system via the call, and can also receive orprovide further interactions related to call via the GUI. Thus, a morerobust way of engaging users may be provided than techniques that relysolely on IVR systems.

As shown in FIG. 1 , for example, UE 101 may communicate (at 102) withMMI system 103 on an ongoing basis. For example, UE 101 may implement anapplication programming interface (“API”) via which UE 101 communicateswith MMI system 103, which may be an application server and/or someother network-accessible resource. In some embodiments, the API may beprovided via an operating system or firmware associated with UE 101. Insome embodiments, the API may be provided via an application installedat UE 101 (e.g., as pre-loaded on UE 101 by a manufacturer or vendor,and/or as obtained from an application storefront or other source). MMIsystem 103 may thus monitor information associated with multiple UEs101, and may monitor such information in accordance with identifyinginformation for corresponding UEs 101 in order to track which monitoredinformation is associated with which particular UE 101. The identifyinginformation may include Mobile Directory Numbers (“MDNs”), InternationalMobile Subscriber Identity (“IMSI”) values, International Mobile StationEquipment Identity (“IMEI”) values, Internet Protocol (“IP”) addresses,and/or other suitable identifiers based on which UEs 101 may be uniquelyidentified.

In some embodiments, the communications (at 102) may include UE statusinformation, which may include information such as sensor information(e.g., information detected or monitored by one or more sensors of UE101, such as motion sensors, accelerometers, or the like), networkconnectivity information (e.g., information associated with a Wi-Finetwork to which UE 101 is connected, information indicating that UE 101is not connected to a Wi-Fi network, information associated with acellular network to which UE 101 is connected, etc.), peripheralconnectivity information (e.g., information indicating types ofperipherals to which UE 101 is connected via short-range communicationstechniques, such as Bluetooth speakers, automotive infotainment systems,etc.), location information (e.g., an indication of a geographicallocation at which UE 101 is located), call information (e.g.,information regarding calls made or received by UE 101), and/or othersuitable information.

In some embodiments, in addition to, or in lieu of monitoring (at 102)UE status information on an ongoing basis, MMI system 103 may request UEstatus information based on one or more trigger events. For example, insome embodiments, MMI system 103 may request UE status information afterreceiving (e.g., at 106, described below) an indication from IVR system105 that UE 101 has called IVR system 105, and/or otherwise determining(e.g., at 108, also described below) that a multi-modal experienceshould be initiated for UE 101.

As further shown, UE 101 may, at some point, place a call to IVR system105. For example, IVR system 105 may be reachable via voice calls, andmay implement an API or other suitable interface via which IVR system105 can answer voice calls and/or otherwise establish communicationsessions (e.g., voice call sessions) with one or more UEs 101. IVRsystem 105 may provide an IVR menu, via which menu items are audiblypresented to UE 101 via the established call, and via which selectionsmay be received from UE 101 (e.g., in the form of Dual-ToneMulti-Frequency (“DTMF”) signaling or some other suitable signaling,which may be based on button presses or other suitable operations at UE101).

IVR system 105 may, in some embodiments, notify (at 106) MMI system 103that a call was received from UE 101, and/or that an IVR menu is beingpresented to UE 101 via an established voice call. For example, IVRsystem 105 may provide an identifier associated with UE 101, such as anMDN, an IP address, and/or other suitable information. IVR system 105may have received the identifier based on signaling associated withestablishing the voice call, and/or may receive the identifier from UE101 (e.g., via the established voice call).

In some embodiments, in addition to or in lieu of the notification (at106) from IVR system 105, UE 101 may notify MMI system 103 of the call.For example, the API may have access to call information associated withUE 101 (e.g., telephone numbers or other identifiers of calls placed byUE 101), and may notify MMI system 103 that the call was placed to aparticular number corresponding to IVR system 105. For example, in someembodiments, the API may maintain a list of telephone numbers of IVRsystems or other entities that are associated with multi-modalexperiences facilitated by MMI system 103, and may notify MMI system 103when UE 101 contacts a particular one of such IVR systems or otherentities. Additionally, or alternatively, MMI system 103 may determinethat UE 101 called IVR system 105, based on UE status information(monitored at 102).

In some embodiments, IVR system 105 may have previously registered withMMI system 103 as being associated with a multi-modal experience, and/orIVR system 105 may otherwise determine that IVR system 105 is (or ispotentially) associated with a multi-modal experience. For example, IVRsystem 105 may use machine learning and/or other techniques to determinethat IVR system 105 is associated with a multi-modal experience. Suchtechniques may be based on one or more models generated or maintained byMMI system 103, which may be based on past interactions with IVR system105 and/or other systems having attributes similar to those of IVRsystem 105. Such models may be generated and/or refined based ontranscripts, logs, or the like, that reflect interactions between one ormore different UEs 101 and one or more different IVR systems 105. MMIsystem 103 and/or some other device or system may analyze suchinteractions using Natural Language Processing (“NLP”), neural networks,pattern matching, clustering, and/or other suitable techniques toidentify features and/or attributes associated with UEs 101, IVR systems105, and/or interactions between UEs 101 and IVR systems 105 (e.g., IVRmenu options that were provided by IVR systems 105 and/or selected byUEs 101, feedback information from UEs 101, or the like). Based on thesefeatures and/or attributes, MMI system 103 may generate and/or refinemodels for one or more particular IVR systems 105 and/or UEs 101, inorder to determine the types of information to present via a multi-modalexperience when a given UE 101 interacts with a given IVR system 105(e.g., the particular UE 101 and IVR system 105 depicted in FIGS. 1-3 ).

In some embodiments, IVR system 105 may provide configurationinformation associated with one or more IVR menus, offered orimplemented by IVR system 105, to MMI system 103. For example, duringthe registration process, IVR system 105 may provide such configurationinformation to MMI system 103. Such configuration information mayinclude, for example, IVR menus, states associated with particular IVRmenus or menu items, states reached via the selection of one or moreparticular IVR menu items, etc. In some embodiments, the configurationinformation may include attributes of UEs 101 and/or users based onwhich particular states, IVR menus, IVR menu items, etc. may beselected. In some embodiments, additionally, or alternatively, MMIsystem 103 may determine such configuration information utilizingmachine learning and/or other suitable techniques, based on receivingtraining information that may be based on interactions between IVRsystem 105 and one or more UEs 101.

MMI system 103 may, in accordance with some embodiments, determine (at108) that a multi-modal experience should be initiated for the callbased on some conditional triggers or the like. For example, MMI system103 may determine that the multi-modal experience should be initiatedbased on a registration of IVR system 105 with MMI system 103, and/orone or more models, as discussed above, based on which MMI system 103may determine that interactions with IVR system 105 should be associatedwith a multi-modal experience. In some embodiments, MMI system 103 maydetermine (at 108) that the multi-modal experience should be initiatedbased on UE status information, which may generally be based onattributes that may be associated with, or indicative of, a user'sability to simultaneously access information presented via multiplepresentation modes, such as viewing a display screen of UE 101 whilealso receiving audio via UE 101.

For example, MMI system 103 may determine (e.g., based on statusinformation monitored at 102) whether UE 101 is connected to an externalaudio device (e.g., a Bluetooth® speaker, wireless earbuds, wiredheadphone, or the like). As another example, MMI system 103 maydetermine whether UE 101 is associated with a driver of a vehicle, whichmay be based on location or speed information associated with UE 101(e.g., where if UE 101 is traveling at least a threshold speed, MMIsystem 103 may determine that UE 101 is associated with a moving vehicleand is thus potentially associated with a driver of the vehicle) and/orbased on connection of UE 101 to a navigation or infotainment systemassociated with a vehicle.

Based on the above criteria and/or different criteria, MMI system 103may determine (at 108) whether a multi-model experience should beinitiated for UE 101. For example, if MMI system 103 determines that UE101 is connected to an external audio device, then MMI system 103 maydetermine that the multi-modal experience should be initiated for UE101. Generally, if UE 101 is connected to an external audio device, auser of UE 101 may have the ability to view a display screen of UE 101while on the call, as the user would not need to place UE 101 againstthe user's ear to hear the call. On the other hand, if MMI system 103determines that UE 101 is in a moving vehicle and/or the user of UE 101is driving the vehicle, then MMI system 103 may determine that themulti-modal experience should not be enabled for the call.

Based on determining (at 108) that the multi-modal experience should beenabled for the call, MMI system 103 may output (at 110) a notificationto UE 101 that the multi-modal experience has been initiated. Forexample, MMI system 103 may output a “push” notification to UE 101,which may be a notification sent via the API mentioned above, and/or anoperating system-level push notification in some embodiments.

In some embodiments, the notification (at 110) may include informationto present (e.g., visual information), such as text, images, links, GUIelements, or the like. In some embodiments, the notification may includereferences or pointers to resources or templates previously stored by UE101 (e.g., which may have been previously installed or configured at UE101 via the API) and/or resources or templates stored by another deviceor system (e.g., a link with a Uniform Resource Locator (“URL”) pointingto a particular web-accessible resource). As discussed in more detailbelow, the information indicated by the notification may be based on astate of the call and/or other information provided by IVR system 105and/or UE 101.

Based on the information provided to UE 101 (e.g., via notification110), UE 101 may present (at 112) multi-modal UI 107, which may be a GUIor other suitable type of interface associated with the multi-modalexperience for the call. Multi-modal UI 107 may include some or all ofthe information provided or referenced by MMI system 103, such asinformation displayed via one or more information display areas 109, oneor more selectable options (e.g., buttons, menus, or the like) 111,and/or other suitable interface elements. UE 101 may present multi-modalUI 107 while simultaneously playing audio associated with the call(e.g., via a speakerphone or external audio device). As noted above, insome embodiments, the information presented via information display area109 and/or selectable options 111 may be based on a state of the calland/or a state of an IVR menu associated with the call, and may includeoptions that correspond to IVR menu options presented by IVR system 105(e.g., options presented via the voice call).

As shown in FIG. 2 , the information presented via multi-modal UI 107may be updated in an ongoing basis, based on interactions made via theIVR menu, (e.g., keypresses made that correspond to DTMF tones or othersuitable signaling via a voice call) and/or interactions made viamulti-modal UI 107 (e.g., selections of one or more options 111). Forexample, during the call, UE 101 may interact (at 214) with IVR system105 and/or may interact (at 218) with multi-modal UI 107. For example, auser of UE 101 may provide (at 214) voice input, keypresses, and/orother suitable interactions to IVR system 105 during the call, wheresuch interactions may correspond to selections of IVR menu items and/orother suitable interactions. Similarly, UE 101 may receive (at 218)selections of button presses, menu items, etc. associated withselectable options 111 presented via multi-modal UI 107.

In some embodiments, when receiving or providing (at 214) interactionswith UE 101, IVR system 105 may notify (at 216) MMI system 103 of suchinteractions. For example, IVR system 105 may notify MMI system 103 ofIVR menu selections or other input received from UE 101, and/or IVRsystem 105 may indicate particular IVR menu items or other informationprovided to UE 101 via the voice call. In some embodiments, IVR system105 may provide other information, such as state information indicatinga state of one or more IVR menus associated with the interactions withUE 101. In this manner, MMI system 103 may be kept up to date regardingthe state of the one or more IVR menus associated with the call betweenIVR system 105 and UE 101.

Similarly, when receiving or providing (at 218) interactions with UE101, MMI system 103 may notify (at 220) IVR system 105 of suchinteractions. For example, MMI system 103 may notify IVR system 105 ofselections or other input received from UE 101 (e.g., via multi-modal UI107), and/or MMI system 103 may indicate particular information and/orselectable options provided to UE 101 via multi-modal UI 107. In thismanner, IVR system 105 may be kept up to date regarding interactionsmade via MMI system 103, which may cause IVR system 105 to update (at222) state of the one or more IVR menus associated with the call betweenIVR system 105 and UE 101 based on such interactions with MMI system103.

In some embodiments, IVR system 105 and/or MMI system 103 may implementone or more APIs or other suitable protocols, via which IVR system 105and MMI system 103 may communicate (e.g., at 216 and/or 220). Forexample, as discussed above, IVR system 105 may register with MMI system103, in which the registration process may include establishing acommunication pathway via which IVR system 105 and MMI system 103 mayupdate each other (e.g., at 216 and/or 220) regarding interactionsreceived via IVR system 105 and/or MMI system 103, respectively.Additionally, or alternatively, MMI system 103 and/or IVR system 105 mayoffer an “open” API (or other communication pathway) via which MMIsystem 103 and/or IVR system 105 may each receive (e.g., at 216 and/or220) interaction information from each other.

In some embodiments, for example, IVR system 105 may provide, to MMIsystem 103, a representation of a full IVR menu that is presented to, oris available for presentation to, UE 101. The IVR menu may berepresented in terms of menu states and actions and/or conditions thatlead to a given state. For example, a particular menu state may bereached after a particular IVR menu selection (e.g., a button press of“2” at UE 101), after a different menu state has been reached. In thisexample, IVR system 105 may have provided the full menu information toMMI system 103 during a registration process, upon receiving (e.g., at104) the call from UE 101, upon receiving (at 214) interactions from UE101, and/or at some other time. Similarly, in this example, IVR system105 may notify (at 216), via an API or other suitable communicationpathway, MMI system 103 that interactions (received at 214) from UE 101include a button press of “2,” and may also indicate a current menustate at the time the button press was received. Additionally, oralternatively, IVR system 105 may notify (at 216) MMI system 103 of anew menu state that is reached after receiving (at 214) the button pressfrom UE 101.

Based on the received (at 216 and/or 218) interaction information, MMIsystem 103 may update (at 224) multi-modal UI 107, and provide (at 226)updated multi-modal UI 107′ to UE 101. For example, multi-modal UI 107′may include information display area 109′ and/or updated selectableoptions 111′, which may correspond to an updated IVR menu state that isbased on one or more interactions received (at 216 and/or 218) from UE101. In some embodiments, MMI system 103 may determine or identify aparticular state and/or set of IVR menu items or menu items furtherbased on IVR configuration information, which, as discussed above, mayhave been provided by IVR system 105 during a registration processand/or determined by MMI system 103 via machine learning and/or othersuitable techniques. In this manner, multi-modal UI 107′ may continue tobe congruous with the state of the IVR menu items presented via thevoice call, and may enhance the user experience as compared tointeracting solely with the IVR menu via the voice call.

UE 101 may present (at 228) multi-modal UI 107, which may includeupdated information in one or more updated display areas 109′ and/orupdated selectable options 111′, based on the updated state of the IVRmenu(s) associated with IVR system 105. MMI system 103 and/or IVR system105 may continue to interact (at 214 and/or 218) with UE 101, and maycontinue to update (at 222 and/or 224) information presented to UE 101via multiple respective modes of communication (e.g., via voice callassociated with IVR system 105, and/or via multi-modal UI 107 associatedwith MMI system 103) based on such interactions. In this manner, bothmodes of communication may complement each other and provide a robustuser experience.

In some embodiments, UE 101 may not implement an API or execute anapplication that is configured to communicate with MMI system 103. Insome such scenarios, UE 101 may have previously installed such API orapplication and subsequently uninstalled the API or application. In thismanner, MMI system 103 may not be “aware” that UE 101 is not configuredto communicate with MMI system 103 via such API or application. Asdiscussed below, MMI system 103 may notify UE 101 of the availability ofsuch API or application in order to provide a multi-modal experience inaccordance with embodiments described herein. For example, as shown inFIG. 3 , UE 101 may place (at 104) a call to IVR system 105, and IVRsystem 105 may notify (at 106) MMI system 103 of the call. As similarlydiscussed above, IVR system 105 may have previously registered with MMIsystem 103, and/or MMI system 103 may otherwise determine that amulti-modal experience for the call should be initiated.

Accordingly, MMI system 103 may attempt (at 310) to initiate themulti-modal experience. For example, as described above (e.g., withrespect to arrow 110 in FIG. 1 ), MMI system 103 may output anotification or other type of message, directed at UE 101 (e.g.,directed to the API or application that is expected to be installed atUE 101). In this example, UE 101 may not receive the message, may replyto MMI system 103 that the API or application is not installed at UE101, and/or may otherwise indicate to MMI system 103 indicating that themulti-modal experience is not available at UE 101. In some embodiments,MMI system 103 may determine (at 312) that UE 101 did not present amulti-modal UI based on the attempt (made at 310). For example, MMIsystem 103 may determine that UE 101 did not provide a confirmationwithin a threshold amount of time (e.g., within 2 seconds, within 30seconds, or some other configurable threshold), that UE 101 provided anunrecognized or unexpected response to the attempt, that UE 101 did notprovide UE status information within a threshold amount of time, and/orthat UE 101 otherwise indicated that UE 101 is unable to initiate themulti-modal experience.

Based on this determination (at 312), MMI system 103 may output (at 314)configuration information to UE 101 to initiate the multi-modalexperience. For example, MMI system 103 may provide UE 101 with a linkto an application storefront or other resource from which UE 101 mayobtain an API or application, via which UE 101 may communicate with MMIsystem 103 (e.g., to provide the multi-modal experience). Thisinformation may be provided (at 314) to UE 101 as a push notification, aShort Message Service (“SMS”) message, a Multimedia Messaging Service(“MMS”), and/or in some other suitable fashion. In some embodiments, theconfiguration information may include information that may be stored byUE 101 and, once the API and/or application are installed, may be usedby such API and/or application to present (at 316) multi-modal UI 107.

FIGS. 4-8 illustrate example UIs that may be presented in accordancewith respective multi-modal experiences of some embodiments. Forexample, in the example of FIG. 4 , UE 101 may present UI 401 wheninitiating a voice call. UI 401 may include call-related options, suchas an alphanumeric keypad, an “End call” button, and a “Speaker” button.In this example, the “Speaker” button may have been selected, as denotedby the shading on the button and the “Speaker: on” text. Thus, callaudio associated with the call may be played via a speaker of UE 101.Additionally, or alternatively, UE 101 may be connected to an externalaudio device, which may receive and audibly present call audioassociated with the call.

Further, in this example, assume that the call has been placed to aparticular IVR system 105, which has registered with MMI system 103and/or which MMI system 103 otherwise has determined is associated witha multi-modal experience. MMI system 103 may thus be notified (e.g., byUE 101 and/or by IVR system 105, as discussed above) and/or mayotherwise determine (at 402) that UE 101 is engaged in a voice call withIVR system 105, and/or is interacting with a particular IVR menuprovided by IVR system 105. Based on this determination, MMI system 103may notify (at 404) UE 101 to enable a multi-modal experience for thecall. For example, as discussed above, UE 101 may implement an API orapplication that is configured to communicate with MMI system 103 topresent a multi-modal experience.

Based on receiving the notification (at 404), UE 101 may present (at406) multi-modal UI 403. In this example, multi-modal UI 403 may includea modified version of call UI 401. For example, some elements of call UI401 may be modified, such as reducing the size of graphical elements(e.g., alphanumeric buttons, “End call” button, “Speaker” button, etc.),reducing the size of text in call UI 401, and/or other suitablemodifications. As further shown, multi-modal UI 403 may include displayarea 405, which may present information indicating that a multi-modalexperience has been enabled for the call, and that multi-modalinformation and/or selectable options may be presented during the call.In some embodiments, an audible notification (e.g., a beep, a ding, orsome other sound), a haptic notification (e.g., vibration), and/or someother type of notification may be presented in conjunction withinformation display area 405, indicating that the multi-modal experiencehas been initiated.

In some embodiments, although not explicitly shown here, an option toconfirm the multi-modal experience and/or an option to disable themulti-modal experience may be presented in conjunction with display area405. In this example, the information presented via display area 405 maybe based on the placing of the call to IVR system 105, the presentationof a particular IVR menu by IVR system 105, or the like. As discussedbelow, different information and/or options may be presented based onIVR menu selections and/or other events.

For example, as shown in FIG. 5 , UE 101 may place (at 502) multiplesuccessive calls to IVR system 105. This may reflect a situation where auser of UE 101 is experiencing difficulty with IVR system 105, such asfrustration or confusion with IVR menu options, dissatisfaction withwait times, and/or other potential difficulties or issues. MMI system103 may receive one or more indications (e.g., from UE 101 and/or IVRsystem 105) regarding the successive calls, and may determine (at 504)multi-modal configuration information based on the successive calls. Forexample, MMI system 103 may determine that UE 101 has contacted IVRsystem 105 at least a threshold quantity of times within a particulartime frame (e.g., three times within one hour, or some other quantitywithin some other time frame), and the multi-modal configurationinformation may thus be geared towards providing some form ofinteraction to UE 101 in addition to, or in lieu of, IVR interactions.

For example, in this example, MMI system 103 may determine (at 504) thata chat option should be presented to UE 101. Such chat option may be anoption to communicate with a live operator or automated text-basedsystem via text-based messaging, which may be provided via theabove-mentioned API or application and/or some other suitableapplication. The multi-modal configuration information (at 506) mayinclude an instruction to present text, such as “I see you're havingdifficulty with our automated system. Would you like to chat instead?”via information display area 503, included in UI 501 presented by UE101. For example, the instruction may include the text itself, and/ormay include a reference to utilize such text as previously maintained orstored by UE 101 (e.g., by the API or application mentioned above).Further, the configuration information may include an instruction topresent selectable option 505, which may be an option to initiate a chatsession (e.g., text-based messaging) with a live operator or automatedsystem.

In another example, as shown in FIG. 6 , UE 101 may engage in a voicecall with IVR system 105, and may select (at 602) an option to speakwith a live agent. MMI system 103 may be notified of this selection byUE 101 and/or by IVR system 105, as discussed above. Accordingly, MMIsystem 103 may determine (at 604) configuration information formulti-modal UI 601 for UE 101 to present based on the selection of theIVR option to speak with a live agent. For example, MMI system 103 mayreceive, from IVR system 105, an indication of a wait time associatedwith speaking with a live agent, which is 10 minutes in the exampleshown in FIG. 6 . MMI system 103 may thus provide (at 606) multi-modalconfiguration information to UE 101, which may accordingly present textvia information display area 603 (“Wait time for a live agent is 10minutes. Would you like to try our automated system?”). Such text may beinclude in, or referenced by, the received configuration information.Further, UE 101 may present, in multi-modal UI 601, selectable option605, which may be an option to initiate text-based messaging with a liveagent or an automated text-based system.

In this example, UE 101 may receive (at 608) a selection of option 605.While shown in the figure as one arrow, arrow 608 may include one ormore operations, signals, messages, or the like. For example, assimilarly described above (e.g., at 218), UE 101 may notify MMI system103 of the selection, and MMI system 103 may provide (e.g., as discussedabove at 226) updated multi-modal configuration information to UE 101.Based on the updated multi-modal configuration information, UE 101 maypresent multi-modal UI 607.

As shown, multi-modal UI 607 may include display area 609, which mayinclude messages associated with an automated text-based messagingsystem which may be implemented by, and/or may be communicativelycoupled with, MMI system 103. In this example, the multi-modalconfiguration information may include an introductory message associatedwith the automated messaging system, such as “How may I help you today?”Multi-modal UI may also include one or more options to input text to thesystem, automated messaging system. Such input may be provided to MMIsystem 103, based on which MMI system 103 may provide updatedmulti-modal configuration information (e.g., responses generated basedon input provided via UE 101).

In some embodiments, multi-modal UI 607 may be presented in lieu of anumber pad (e.g., as presented in multi-modal UI 601). In someembodiments, multi-modal UI 607 may be presented in addition to thenumber pad, or as a series of notifications. In some embodiments, aselectable option may be presented via multi-modal UI 607 to enable ordisable the display of the number pad and/or to otherwise present thenumber pad (e.g., using a “picture-in-picture” function or othersuitable function) in conjunction with one or more of theabove-mentioned elements of multi-modal UI 607.

FIG. 7 illustrates another example of a multi-modal UI 701 of someembodiments. In this example scenario, UE 101 may select (at 702) anoption (e.g., an option associated with an IVR menu offered by IVRsystem 105) to speak with a live agent. MMI system 103 may be notifiedof this selection by UE 101 and/or by IVR system 105, as discussedabove. Accordingly, MMI system 103 may determine (at 704) configurationinformation for multi-modal UI 701 for UE 101 to present based on theselection of the IVR option to speak with a live agent. For example, MMIsystem 103 may receive, from IVR system 105, an indication of a waittime associated with speaking with a live agent, which is 2 minutes inthe example shown in FIG. 7 . MMI system 103 may thus provide (at 706)multi-modal configuration information to UE 101, which may accordinglypresent text via information display area 703 (“Wait time for a liveagent is 2 minutes. Would you like to provide notes for the agent?”).Such text may be include in, or referenced by, the receivedconfiguration information. Further, UE 101 may present, in multi-modalUI 701, selectable option 705, which may be an option to input text thatwill be presented to the live agent once the live agent joins the call.

In some embodiments, as reflected in the examples shown in FIGS. 6 and 7, different call states or other information may be used by MMI system103 to determine different information to present via a multi-modal UI.For example, in the example of FIG. 6 , MMI system 103 may determinethat information 603 and option 605 should be presented based on therelatively long (e.g., 10 minutes) estimated wait time for the liveagent, as indicated by IVR system 105. On the other hand, in the exampleof FIG. 7 , MMI system 103 may determine that information 703 and option705 should be presented based on the relatively short (e.g., 2 minutes)estimated wait time for the live agent. Further, while options 605 and705 are shown in different examples, in some embodiments, both options605 and 705 may be presented in the same multi-modal UI (e.g., a usermay be simultaneously provided with an option to initiate a text-basedchat session and an option to provide notes to a live agent once a liveagent becomes available).

FIG. 8 illustrates another example multi-modal UE 801, which may bepresented by UE 101 in accordance with some embodiments. For example, asshown, UE 101 may select (at 802) a particular IVR menu option to modifya wireless plan associated with UE 101 (e.g., a subscription or planwhereby a wireless telecommunications network provides wirelessconnectivity to UE 101).

MMI system 103 may be notified of this selection by UE 101 and/or by IVRsystem 105, as discussed above. Accordingly, MMI system 103 maydetermine (at 804) configuration information for multi-modal UI 801 forUE 101 to present based on the selection of the IVR option to modify thewireless plan associated with UE 101. For example, MMI system 103 maydetermine that a visual menu should be offered at UE 101, where thevisual menu presents available wireless plans and/or availablemodifications to the wireless plan associated with UE 101. MMI system103 may, for example, have received such information from IVR system 105during a registration process, and/or may have determined or generatedsuch information based on machine learning techniques. In someembodiments, MMI system 103 may receive or obtain information associatedwith UE 101, such as a current plan and/or available plans, from one ormore elements of a wireless telecommunications network, such as a HomeSubscriber Server (“HSS”), Unified Data Management function (“UDM”), orother suitable device or system that maintains subscription or planinformation associated with UE 101. In this manner, the optionspresented to UE 101 may be tailored to UE 101, thus further providing arobust user experience.

MMI system 103 may thus provide (at 806) multi-modal configurationinformation to UE 101 that may accordingly present text informationdisplay area 803 (“Would you like to see your wireless plan options?”).Such text may be include in, or referenced by, the receivedconfiguration information. Further, UE 101 may present, in multi-modalUI 801, selectable option 805, which may be an option to view and selectavailable wireless plan options.

In this manner, the user experience of a user of UE 101 may be enhanced,in that the user may not need to wait for a live agent to discusswireless plans, and/or may not need to listen to audible optionspresented by IVR system 105. While the example of FIG. 8 is provided inthe context of an option to view and select wireless plans, similarconcepts may apply for other types of selections available to a user,such as products to purchase, technical support requests, and/or othersuitable selections.

FIG. 9 illustrates an example process 900 for providing a multi-modalexperience via UE 101. In some embodiments, some or all of process 900may be performed by MMI system 103. In some embodiments, one or moreother devices may perform some or all of process 900 in concert with,and/or in lieu of, MMI system 103.

As shown, process 900 may include receiving (at 902) UE statusinformation associated with UE 101 on an ongoing basis. For example, MMIsystem 103 may receive such information from UE 101 (e.g., an API orapplication executing on UE 101 which is configured to communicate withMMI system 103). In some embodiments, MMI system 103 may receive UEstatus information from one or more other sources, such as an externaldevice or system that receives or collects such UE status information(e.g., with the consent of a user of UE 101), such as a HSS or UDM of awireless telecommunications network.

Process 900 may further include determining (at 904), based on the UEstatus information and/or other indication, that UE 101 has engaged in acall with a particular IVR system 105. For example, UE 101 or IVR system105 may notify MMI system 103 regarding the call, MMI system 103 maydetect the call based on monitoring UE status information from UE 101,and/or one or more other devices or systems (e.g., a telephonyapplication server (“TAS”)) may notify MMI system 103 of the call.

Process 900 may additionally include determining (at 906), based on theUE status information, that UE 101 is eligible for multi-modalinteraction. For example, MMI system 103 may determine that UE 101 isconnected to an external audio device, that UE 101 is not associatedwith a driver of a vehicle, and/or that UE 101 is able to simultaneouslypresent multiple modes of interaction (e.g., audible interaction such asinteraction with an IVR menu and visible interaction such as interactionwith a multi-modal UI, as described herein).

Process 900 may also include receiving (at 908) IVR menu stateinformation from IVR system 105. For example, IVR system 105 mayimplement an API and/or may otherwise communicate with MMI system 103,to indicate one or more IVR menu items offered to UE 101 and/or one ormore IVR menu selections made by UE 101. Additionally, or alternatively,UE 101 may provide information to MMI system 103, indicating one or moreIVR menu items offered to UE 101 and/or one or more IVR menu selectionsmade by UE 101.

Process 900 may further include determining (at 910) multi-modalconfiguration information based on the IVR menu state. For example, MMIsystem 103 may maintain information associating particular IVR menustates to particular multi-modal UIs and/or information or option topresent via such multi-modal UIs. Such information may have beenprovided by IVR system 105 (e.g., during a registration process) and/ordetermined by MMI system 103 via machine learning or other suitabletechniques (e.g., based on historical interactions between IVR system105 and one or more other UEs 101).

Process 900 may additionally include instructing (at 912) UE 101 topresent a multi-modal UI based on the determined multi-modalconfiguration information. For example, MMI system 103 may provideinformation to display via a multi-modal UI at UE 101, which mayindicate a current status of the call and/or may be based on the IVRmenu state. Further, MMI system 103 may provide one or more selectableoptions to present at UE 101, the selection of which may cause UE 101 topresent further information or selectable options (e.g., informationregarding, and selectable options to select, items for purchase,technical support advice, or the like).

Process 900 may also include receiving (at 914) input via the providedmulti-modal UI. For example, UE 101 may indicate, to MMI system 103, oneor more options selected via the provided multi-modal UI. In someembodiments, MMI system 103 may update the multi-modal UI configurationinformation and provide the updated multi-modal UI configuration to UE101 based on the received input.

Additionally, or alternatively, MMI system 103 may provide (at 916)information regarding the received interactions with the multi-modal UIto IVR system 105, based on which IVR system 105 may update the IVR menustate. Once the IVR menu state has been updated, one or more ofoperations 908-916 may be iteratively repeated, in order to continue toprovide up-to-date multi-modal UI information and options to UE 101.

FIG. 10 illustrates an example environment 1000, in which one or moreembodiments may be implemented. In some embodiments, environment 1000may correspond to a Fifth Generation (“5G”) network, and/or may includeelements of a 5G network. In some embodiments, environment 1000 maycorrespond to a 5G Non-Standalone (“NSA”) architecture, in which a 5Gradio access technology (“RAT”) may be used in conjunction with one ormore other RATs (e.g., a Long-Term Evolution (“LTE”) RAT), and/or inwhich elements of a 5G core network may be implemented by, may becommunicatively coupled with, and/or may include elements of anothertype of core network (e.g., an evolved packet core (“EPC”)). As shown,environment 1000 may include UE 1001, RAN 1010 (which may include one ormore Next Generation Node Bs (“gNB s”) 1011), RAN 1012 (which mayinclude one or more one or more evolved Node Bs (“eNBs”) 1013), andvarious network functions such as Access and Mobility ManagementFunction (“AMF”) 1015, Mobility Management Entity (“MME”) 1016, ServingGateway (“SGW”) 1017, Session Management Function (“SMF”)/Packet DataNetwork (“PDN”) Gateway (“PGW”)-Control plane function (“PGW-C”) 1020,Policy Control Function (“PCF”)/Policy Charging and Rules Function(“PCRF”) 1025, Application Function (“AF”) 1030, User Plane Function(“UPF”)/PGW-User plane function (“PGW-U”) 1035, Home Subscriber ServerHSS/UDM 1040, Authentication Server Function (“AUSF”) 1045, MMI system103, and IVR system 105. Environment 1000 may also include one or morenetworks, such as Data Network (“DN”) 1050.

The quantity of devices and/or networks, illustrated in FIG. 10 , isprovided for explanatory purposes only. In practice, environment 1000may include additional devices and/or networks, fewer devices and/ornetworks, different devices and/or networks, or differently arrangeddevices and/or networks than illustrated in FIG. 10 . For example, whilenot shown, environment 1000 may include devices that facilitate orenable communication between various components shown in environment1000, such as routers, modems, gateways, switches, hubs, etc.Alternatively, or additionally, one or more of the devices ofenvironment 1000 may perform one or more network functions described asbeing performed by another one or more of the devices of environment1000. Devices of environment 1000 may interconnect with each otherand/or other devices via wired connections, wireless connections, or acombination of wired and wireless connections. In some implementations,one or more devices of environment 1000 may be physically integrated in,and/or may be physically attached to, one or more other devices ofenvironment 1000.

UE 1001 may include a computation and communication device, such as awireless mobile communication device that is capable of communicatingwith RAN 1010, RAN 1012, and/or DN 1050. UE 1001 may be, or may include,a radiotelephone, a personal communications system (“PCS”) terminal(e.g., a device that combines a cellular radiotelephone with dataprocessing and data communications capabilities), a personal digitalassistant (“PDA”) (e.g., a device that may include a radiotelephone, apager, Internet/intranet access, etc.), a smart phone, a laptopcomputer, a tablet computer, a camera, a personal gaming system, an IoTdevice (e.g., a sensor, a smart home appliance, or the like), a wearabledevice, a Mobile-to-Mobile (“M2M”) device, an Internet of Things (“IoT”)device, or another type of mobile computation and communication device.UE 1001 may send traffic to and/or receive traffic (e.g., user planetraffic) from DN 1050 via RAN 1010, RAN 1012, and UPF/PGW-U 1035.

RAN 1010 may be, or may include, a 5G RAN that includes one or more basestations (e.g., one or more gNBs 1011), via which UE 1001 maycommunicate with one or more other elements of environment 1000. UE 1001may communicate with RAN 1010 via an air interface (e.g., as provided bygNB 1011). For instance, RAN 1010 may receive traffic (e.g., voice calltraffic, data traffic, messaging traffic, signaling traffic, etc.) fromUE 1001 via the air interface, and may communicate the traffic toUPF/PGW-U 1035, and/or one or more other devices or networks. Similarly,RAN 1010 may receive traffic intended for UE 1001 (e.g., from UPF/PGW-U1035, AMF 1015, and/or one or more other devices or networks) and maycommunicate the traffic to UE 1001 via the air interface.

RAN 1012 may be, or may include, an LTE RAN that includes one or morebase stations (e.g., one or more eNBs 1013), via which UE 1001 maycommunicate with one or more other elements of environment 1000. UE 1001may communicate with RAN 1012 via an air interface (e.g., as provided byeNB 1013). For instance, RAN 1010 may receive traffic (e.g., voice calltraffic, data traffic, messaging traffic, signaling traffic, etc.) fromUE 1001 via the air interface, and may communicate the traffic toUPF/PGW-U 1035, and/or one or more other devices or networks. Similarly,RAN 1010 may receive traffic intended for UE 1001 (e.g., from UPF/PGW-U1035, SGW 1017, and/or one or more other devices or networks) and maycommunicate the traffic to UE 1001 via the air interface.

AMF 1015 may include one or more devices, systems, Virtualized NetworkFunctions (“VNFs”), etc., that perform operations to register UE 1001with the 5G network, to establish bearer channels associated with asession with UE 1001, to hand off UE 1001 from the 5G network to anothernetwork, to hand off UE 1001 from the other network to the 5G network,manage mobility of UE 1001 between RANs 1010 and/or gNBs 1011, and/or toperform other operations. In some embodiments, the 5G network mayinclude multiple AMFs 1015, which communicate with each other via theN14 interface (denoted in FIG. 10 by the line marked “N14” originatingand terminating at AMF 1015).

MME 1016 may include one or more devices, systems, VNFs, etc., thatperform operations to register UE 1001 with the EPC, to establish bearerchannels associated with a session with UE 1001, to hand off UE 1001from the EPC to another network, to hand off UE 1001 from anothernetwork to the EPC, manage mobility of UE 1001 between RANs 1012 and/oreNBs 1013, and/or to perform other operations.

SGW 1017 may include one or more devices, systems, VNFs, etc., thataggregate traffic received from one or more eNBs 1013 and send theaggregated traffic to an external network or device via UPF/PGW-U 1035.Additionally, SGW 1017 may aggregate traffic received from one or moreUPF/PGW-Us 1035 and may send the aggregated traffic to one or more eNBs1013. SGW 1017 may operate as an anchor for the user plane duringinter-eNB handovers and as an anchor for mobility between differenttelecommunication networks or RANs (e.g., RANs 1010 and 1012).

SMF/PGW-C 1020 may include one or more devices, systems, VNFs, etc.,that gather, process, store, and/or provide information in a mannerdescribed herein. SMF/PGW-C 1020 may, for example, facilitate in theestablishment of communication sessions on behalf of UE 1001. In someembodiments, the establishment of communications sessions may beperformed in accordance with one or more policies provided by PCF/PCRF1025.

PCF/PCRF 1025 may include one or more devices, systems, VNFs, etc., thataggregate information to and from the 5G network and/or other sources.PCF/PCRF 1025 may receive information regarding policies and/orsubscriptions from one or more sources, such as subscriber databasesand/or from one or more users (such as, for example, an administratorassociated with PCF/PCRF 1025).

AF 1030 may include one or more devices, systems, VNFs, etc., thatreceive, store, and/or provide information that may be used indetermining parameters (e.g., quality of service parameters, chargingparameters, or the like) for certain applications.

UPF/PGW-U 1035 may include one or more devices, systems, VNFs, etc.,that receive, store, and/or provide data (e.g., user plane data). Forexample, UPF/PGW-U 1035 may receive user plane data (e.g., voice calltraffic, data traffic, etc.), destined for UE 1001, from DN 1050, andmay forward the user plane data toward UE 1001 (e.g., via RAN 1010,SMF/PGW-C 1020, and/or one or more other devices). In some embodiments,multiple UPFs 1035 may be deployed (e.g., in different geographicallocations), and the delivery of content to UE 1001 may be coordinatedvia the N9 interface (e.g., as denoted in FIG. 10 by the line marked“N9” originating and terminating at UPF/PGW- U 1035). Similarly,UPF/PGW-U 1035 may receive traffic from UE 1001 (e.g., via RAN 1010,

SMF/PGW-C 1020, and/or one or more other devices), and may forward thetraffic toward DN 1050. In some embodiments, UPF/PGW-U 1035 maycommunicate (e.g., via the N4 interface) with SMF/PGW-C 1020, regardinguser plane data processed by UPF/PGW-U 1035.

HSS/UDM 1040 and AUSF 1045 may include one or more devices, systems,VNFs, etc., that manage, update, and/or store, in one or more memorydevices associated with AUSF 1045 and/or HSS/UDM 1040, profileinformation associated with a subscriber. AUSF 1045 and/or HSS/UDM 1040may perform authentication, authorization, and/or accounting operationsassociated with the subscriber and/or a communication session with UE1001.

MMI system 103 may include one or more devices, systems, VNFs, etc.,that perform one or more operations described herein. For example, MMIsystem 103 may determine that UE 101 is in communication with IVR system105, may communicate with UE 101 and/or IVR system 105 (e.g., via DN1050 and/or some other suitable network) to determine a menu stateassociated with the communication between UE 101 and IVR system 105, andmay provide configuration information to UE 101 such that UE 101 mayprovide a multi-modal interface in conjunction with the call with IVRsystem 105.

IVR system 105 may include one or more devices or systems that provideIVR menu services to UE 101. For example, IVR system 105 may bereachable to UE 101 via DN 1050 and/or some other suitable network. Insome embodiments, IVR system 105 may implement an API and/or mayotherwise communicate with MMI system 103 (e.g., via DN 1050).

DN 1050 may include one or more wired and/or wireless networks. Forexample, DN 1050 may include an Internet Protocol (“IP”)-based PDN, awide area network (“WAN”) such as the Internet, a private enterprisenetwork, and/or one or more other networks. UE 1001 may communicate,through DN 1050, with data servers, other UEs 1001, and/or to otherservers or applications that are coupled to DN 1050. DN 1050 may beconnected to one or more other networks, such as a public switchedtelephone network (“PSTN”), a public land mobile network (“PLMN”),and/or another network. DN 1050 may be connected to one or more devices,such as content providers, applications, web servers, and/or otherdevices, with which UE 1001 may communicate.

FIG. 11 illustrates an example Distributed Unit (“DU”) network 1100,which may be included in and/or implemented by one or more RANs (e.g.,RAN 1010). In some embodiments, a particular RAN may include one DUnetwork 1100. In some embodiments, a particular RAN may include multipleDU networks 1100. In some embodiments, DU network 1100 may correspond toa particular gNB 1011 of a 5G RAN (e.g., RAN 1010). In some embodiments,DU network 1100 may correspond to multiple gNBs 1011. In someembodiments, DU network 1100 may correspond to one or more other typesof base stations of one or more other types of RANs. As shown, DUnetwork 1100 may include Central Unit (“CU”) 1105, one or moreDistributed Units (“DUs”) 1103-1 through 1103-N (referred toindividually as “DU 1103,” or collectively as “DUs 1103”), and one ormore Remote Units (“RUs”) 1101-1 through 1101-M (referred toindividually as “RU 1101,” or collectively as “RUs 1101”).

CU 1105 may communicate with a core of a wireless network (e.g., maycommunicate with one or more of the devices or systems described abovewith respect to FIG. 10 , such as AMF 1015 and/or UPF/PGW-U 1035). Inthe uplink direction (e.g., for traffic from UEs 1001 to a corenetwork), CU 1105 may aggregate traffic from DUs 1103, and forward theaggregated traffic to the core network. In some embodiments, CU 1105 mayreceive traffic according to a given protocol (e.g., Radio Link Control(“RLC”)) from DUs 1103, and may perform higher-layer processing (e.g.,may aggregate/process RLC packets and generate Packet Data ConvergenceProtocol (“PDCP”) packets based on the RLC packets) on the trafficreceived from DUs 1103.

In accordance with some embodiments, CU 1105 may receive downlinktraffic (e.g., traffic from the core network) for a particular UE 1001,and may determine which DU(s) 1103 should receive the downlink traffic.DU 1103 may include one or more devices that transmit traffic between acore network (e.g., via CU 1105) and UE 1001 (e.g., via a respective RU1101). DU 1103 may, for example, receive traffic from RU 1101 at a firstlayer (e.g., physical (“PHY”) layer traffic, or lower PHY layertraffic), and may process/aggregate the traffic to a second layer (e.g.,upper PHY and/or RLC). DU 1103 may receive traffic from CU 1105 at thesecond layer, may process the traffic to the first layer, and providethe processed traffic to a respective RU 1101 for transmission to UE1001.

RU 1101 may include hardware circuitry (e.g., one or more RFtransceivers, antennas, radios, and/or other suitable hardware) tocommunicate wirelessly (e.g., via an RF interface) with one or more UEs1001, one or more other DUs 1103 (e.g., via RUs 1101 associated with DUs1103), and/or any other suitable type of device. In the uplinkdirection, RU 1101 may receive traffic from UE 1001 and/or another DU1103 via the RF interface and may provide the traffic to DU 1103. In thedownlink direction, RU 1101 may receive traffic from DU 1103, and mayprovide the traffic to UE 1001 and/or another DU 1103.

RUs 1101 may, in some embodiments, be communicatively coupled to one ormore Multi-Access/Mobile Edge Computing (“MEC”) devices, referred tosometimes herein simply as (“MECs”) 1107. For example, RU 1101-1 may becommunicatively coupled to MEC 1107-1, RU 1101-M may be communicativelycoupled to MEC 1107-M, DU 1103-1 may be communicatively coupled to MEC1107-2, DU 1103-N may be communicatively coupled to MEC 1107-N, CU 1105may be communicatively coupled to MEC 1107-3, and so on. MECs 1107 mayinclude hardware resources (e.g., configurable or provisionable hardwareresources) that may be configured to provide services and/or otherwiseprocess traffic to and/or from UE 1001, via a respective RU 1101.

For example, RU 1101-1 may route some traffic, from UE 1001, to MEC1107-1 instead of to a core network (e.g., via DU 1103 and CU 1105). MEC1107-1 may process the traffic, perform one or more computations basedon the received traffic, and may provide traffic to UE 1001 via RU1101-1. In this manner, ultra-low latency services may be provided to UE1001, as traffic does not need to traverse DU 1103, CU 1105, and anintervening backhaul network between DU network 1100 and the corenetwork. In some embodiments, MEC 1107 may include, and/or may implementsome or all of the functionality described above with respect to MMIsystem 103 and/or IVR system 105.

FIG. 12 illustrates example components of device 1200. One or more ofthe devices described above may include one or more devices 1200. Device1200 may include bus 1210, processor 1220, memory 1230, input component1240, output component 1250, and communication interface 1260. Inanother implementation, device 1200 may include additional, fewer,different, or differently arranged components.

Bus 1210 may include one or more communication paths that permitcommunication among the components of device 1200. Processor 1220 mayinclude a processor, microprocessor, or processing logic that mayinterpret and execute instructions. Memory 1230 may include any type ofdynamic storage device that may store information and instructions forexecution by processor 1220, and/or any type of non-volatile storagedevice that may store information for use by processor 1220.

Input component 1240 may include a mechanism that permits an operator toinput information to device 1200, such as a keyboard, a keypad, abutton, a switch, etc. Output component 1250 may include a mechanismthat outputs information to the operator, such as a display, a speaker,one or more light emitting diodes (“LEDs”), etc.

Communication interface 1260 may include any transceiver-like mechanismthat enables device 1200 to communicate with other devices and/orsystems. For example, communication interface 1260 may include anEthernet interface, an optical interface, a coaxial interface, or thelike. Communication interface 1260 may include a wireless communicationdevice, such as an infrared (“IR”) receiver, a Bluetooth® radio, or thelike. The wireless communication device may be coupled to an externaldevice, such as a remote control, a wireless keyboard, a mobiletelephone, etc. In some embodiments, device 1200 may include more thanone communication interface 1260. For instance, device 1200 may includean optical interface and an Ethernet interface.

Device 1200 may perform certain operations relating to one or moreprocesses described above. Device 1200 may perform these operations inresponse to processor 1220 executing software instructions stored in acomputer-readable medium, such as memory 1230. A computer-readablemedium may be defined as a non-transitory memory device. A memory devicemay include space within a single physical memory device or spreadacross multiple physical memory devices. The software instructions maybe read into memory 1230 from another computer-readable medium or fromanother device. The software instructions stored in memory 1230 maycause processor 1220 to perform processes described herein.Alternatively, hardwired circuitry may be used in place of or incombination with software instructions to implement processes describedherein. Thus, implementations described herein are not limited to anyspecific combination of hardware circuitry and software.

The foregoing description of implementations provides illustration anddescription, but is not intended to be exhaustive or to limit thepossible implementations to the precise form disclosed. Modificationsand variations are possible in light of the above disclosure or may beacquired from practice of the implementations.

For example, while series of blocks and/or signals have been describedabove (e.g., with regard to FIGS. 1-9 ), the order of the blocks and/orsignals may be modified in other implementations. Further, non-dependentblocks and/or signals may be performed in parallel. Additionally, whilethe figures have been described in the context of particular devicesperforming particular acts, in practice, one or more other devices mayperform some or all of these acts in lieu of, or in addition to, theabove-mentioned devices.

The actual software code or specialized control hardware used toimplement an embodiment is not limiting of the embodiment. Thus, theoperation and behavior of the embodiment has been described withoutreference to the specific software code, it being understood thatsoftware and control hardware may be designed based on the descriptionherein.

Even though particular combinations of features are recited in theclaims and/or disclosed in the specification, these combinations are notintended to limit the disclosure of the possible implementations. Infact, many of these features may be combined in ways not specificallyrecited in the claims and/or disclosed in the specification. Althougheach dependent claim listed below may directly depend on only one otherclaim, the disclosure of the possible implementations includes eachdependent claim in combination with every other claim in the claim set.

Further, while certain connections or devices are shown, in practice,additional, fewer, or different, connections or devices may be used.Furthermore, while various devices and networks are shown separately, inpractice, the functionality of multiple devices may be performed by asingle device, or the functionality of one device may be performed bymultiple devices. Further, multiple ones of the illustrated networks maybe included in a single network, or a particular network may includemultiple networks. Further, while some devices are shown ascommunicating with a network, some such devices may be incorporated, inwhole or in part, as a part of the network.

To the extent the aforementioned implementations collect, store, oremploy personal information provided by individuals, it should beunderstood that such information shall be collected, stored, and used inaccordance with all applicable laws concerning protection of personalinformation. Additionally, the collection, storage, and use of suchinformation may be subject to consent of the individual to such activity(for example, through “opt-in” or “opt-out” processes, as may beappropriate for the situation and type of information). Storage and useof personal information may be in an appropriately secure mannerreflective of the type of information, for example, through variousencryption and anonymization techniques for particularly sensitiveinformation.

No element, act, or instruction used in the present application shouldbe construed as critical or essential unless explicitly described assuch. An instance of the use of the term “and,” as used herein, does notnecessarily preclude the interpretation that the phrase “and/or” wasintended in that instance. Similarly, an instance of the use of the term“or,” as used herein, does not necessarily preclude the interpretationthat the phrase “and/or” was intended in that instance. Also, as usedherein, the article “a” is intended to include one or more items, andmay be used interchangeably with the phrase “one or more.” Where onlyone item is intended, the terms “one,” “single,” “only,” or similarlanguage is used. Further, the phrase “based on” is intended to mean“based, at least in part, on” unless explicitly stated otherwise.

What is claimed is:
 1. A device, comprising: one or more processorsconfigured to: output, to a UE that is engaged in a call, a firstinstruction to present a set of visual information during the call;determine that confirmation of presentation of the set of visualinformation has not been received from the UE; and output, to the UE andbased on the determination that the confirmation has not been receivedfrom the UE, a second instruction to obtain a particular application,wherein the UE obtains the particular application based on the secondinstruction and presents the set of visual information via theparticular application during the call.
 2. The device of claim 1,wherein the call is between the UE and another device, wherein the oneor more processors are further configured to: receive user inputprovided via the application from the UE; and provide an indication ofthe user input to the other device.
 3. The device of claim 2, whereinthe other device includes an interactive voice-based system.
 4. Thedevice of claim 2, wherein the user input includes a selection of aparticular menu item presented by the particular application, whereinthe menu item corresponds to audible information provided by the otherdevice during the call.
 5. The device of claim 4, wherein the otherdevice modifies audible presentation of information, via the call, basedon the selection of the particular menu item.
 6. The device of claim 1,wherein the call is between the UE and another device, wherein the oneor more processors are further configured to: receive, from the otherdevice and during the call, an indication of one or more interactionsbetween the other device and the UE; and provide updated information tothe UE based on the one or more interactions between the other deviceand the UE, wherein providing the updated information to the UE causesthe UE to present updated visual information that is based on theprovided updated information.
 7. The device of claim 1, wherein the setof visual information includes one or more selectable options, whereinwhen presenting the visual information, the UE presents the one or moreselectable options during the call.
 8. A non-transitorycomputer-readable medium storing a plurality of processor-executableinstructions to: output, to a UE that is engaged in a call, a firstinstruction to present a set of visual information during the call;determine that confirmation of presentation of the set of visualinformation has not been received from the UE; and output, to the UE andbased on the determination that the confirmation has not been receivedfrom the UE, a second instruction to obtain a particular application,wherein the UE obtains the particular application based on the secondinstruction and presents the set of visual information via theparticular application during the call.
 9. The non-transitorycomputer-readable medium of claim 8, wherein the call is between the UEand another device, wherein the plurality of processor-executableinstructions further include processor-executable instructions to:receive user input provided via the application from the UE; and providean indication of the user input to the other device.
 10. Thenon-transitory computer-readable medium of claim 9, wherein the otherdevice includes an interactive voice-based system.
 11. Thenon-transitory computer-readable medium of claim 9, wherein the userinput includes a selection of a particular menu item presented by theparticular application, wherein the menu item corresponds to audibleinformation provided by the other device during the call.
 12. Thenon-transitory computer-readable medium of claim 11, wherein the otherdevice modifies audible presentation of information, via the call, basedon the selection of the particular menu item.
 13. The non-transitorycomputer-readable medium of claim 8, wherein the call is between the UEand another device, wherein the plurality of processor-executableinstructions further include processor-executable instructions to:receive, from the other device and during the call, an indication of oneor more interactions between the other device and the UE; and provideupdated information to the UE based on the one or more interactionsbetween the other device and the UE, wherein providing the updatedinformation to the UE causes the UE to present updated visualinformation that is based on the provided updated information.
 14. Thenon-transitory computer-readable medium of claim 8, wherein the set ofvisual information includes one or more selectable options, wherein whenpresenting the visual information, the UE presents the one or moreselectable options during the call.
 15. A method, comprising:outputting, to a UE that is engaged in a call, a first instruction topresent a set of visual information during the call; determining thatconfirmation of presentation of the set of visual information has notbeen received from the UE; and outputting, to the UE and based on thedetermination that the confirmation has not been received from the UE, asecond instruction to obtain a particular application, wherein the UEobtains the particular application based on the second instruction andpresents the set of visual information via the particular applicationduring the call.
 16. The method of claim 15, wherein the call is betweenthe UE and another device, the method further comprising: receive userinput provided via the application from the UE; and provide anindication of the user input to the other device.
 17. The method ofclaim 16, wherein the user input includes a selection of a particularmenu item presented by the particular application, wherein the menu itemcorresponds to audible information provided by the other device duringthe call.
 18. The method of claim 17, wherein the other device modifiesaudible presentation of information, via the call, based on theselection of the particular menu item.
 19. The method of claim 15,wherein the call is between the UE and another device, the methodfurther comprising: receive, from the other device and during the call,an indication of one or more interactions between the other device andthe UE; and provide updated information to the UE based on the one ormore interactions between the other device and the UE, wherein providingthe updated information to the UE causes the UE to present updatedvisual information that is based on the provided updated information.20. The method of claim 15, wherein the set of visual informationincludes one or more selectable options, wherein when presenting thevisual information, the UE presents the one or more selectable optionsduring the call.